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Feedback/Compliments/Complaints

PATIENT INFORMATION/COMPLAINTS LEAFLET

 

Practice Complaint Procedure

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know.  We operate a practice complaints procedure as part of a NHS system for dealing with complaints.

 

How to Complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days, because this will enable us to establish what happened more easily. The complaint must be made within 6 months of the date on which the subject of the complaint occurred, or, within 6 months of the date that the complaint was brought to the complainants notice provided that this is not longer than 12 months in total. 

Complaints should be addressed to the Practice Manager. Alternatively you may ask for an appointment with her to discuss your concerns.  She will explain the complaints procedure to you and make sure your concerns are dealt with promptly.  It will be a great help if you are as specific as possible about your complaint.

 

What we shall do

We shall acknowledge your complaint within three working days and aim to have looked into your complaint as soon has possible within the following working days of the date you raised it with us.  We shall then be in a position to offer an explanation, or a meeting with the people involved.  When we look into your complaint we shall aim to:

  • Find out what happened and what may have gone wrong.
  • Make it possible for you to discuss the problem with those concerned, if you would like this.
  • Make sure you receive an apology, where one is appropriate.
  • Identify what we can do to make sure the problem does not happen again.

 

Complaining on behalf of someone else

There are strict rules of medical confidentiality.  If you are complaining on behalf of someone else, we need to know that you have their permission to do so.  A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

 

Further Information

We hope that if you have a problem you will use our practice complaint procedure.  We believe this will give us the best chance of putting right whatever may have gone wrong and an opportunity to improve our practice. Further advice is available from the NHS England Team by contacting;

By post

NHS England

PO Box 16738

Redditch

B97 9PT

Electronically using the commissioning board’s email address

england.contactus@nhs.net

Please write ‘For the attention of the Complaints manager’ in the subject line.

By telephone

0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)

or ICAS on 0300 4568347.

 

If you are not satisfied by the way your complaint has been handled locally you can contact the Parliamentary and Health Service Ombudsman.

 

Health Service Ombudsman for England,

Millbank Tower,

Millbank,

London,

SW1P 4QP

Tel No: 0345 015 4033, Fax No: 0300 061 4000,

 

 



 
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